We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 69825 results
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Decision Reference DRN0097970
30 Aug 2017 National Westminster Bank Plc UpheldBanking and creditMiss S complains that National Westminster Bank Plc (NatWest) has been chasing her for more money than she owes, and this has damaged her credit rating. background Miss S brought a complaint to us in 2015 about a dispute with NatWest. The case involved an overdraft of... (2 pages)View decision -
Decision Reference DRN4535412
17 May 2018 Gain Credit LLC UpheldBanking and creditMr H complains that Gain Credit LLC, trading as Lending Stream, gave him loans he couldn’t afford to repay.backgroundMr H took out the following instalment loans with Lending Stream:date£ amount borroweddate repaid11 December 20111352 February 2012230 December 20112658 Febru... (3 pages)View decision -
Decision Reference DRN3948950
11 Dec 2013 National Westminster Bank Plc Not upheldBanking and creditMrs R complains that National Westminster Bank Plc (“NatWest”) has not provided a copy of her original credit card agreement and refuses to write off her debt, when it agrees the agreement is unenforceable. backgroundMrs R took out a credit card with NatWest in 1992. In 2012 she as... (1 page)View decision -
Decision Reference DRN7398573
9 Sep 2015 Provident Personal Credit Limited UpheldBanking and creditMr H has complained that Provident Personal Credit Limited sold a debt to a third party in 2014, which he didn’t owe.backgroundMr H took out a loan with Provident in 2008, which he says he repaid in 2009. However, this loan was later sold on to a third party, whic... (1 page)View decision -
Decision Reference DRN3165931
7 Jun 2016 Victorstone Financial Limited UpheldBanking and creditMr H complains that Victorstone Financial Limited has mis-managed his debt management plan and cannot account for all the money he has paid to it.backgroundMr H entered into a debt management plan with Victorstone in 2012. This involved his making a monthly lump sum pay... (3 pages)View decision -
Decision Reference DRN5640495
19 Sep 2016 National Westminster Bank Plc Not upheldBanking and creditMr J complains about the maladministration of an account he holds with National Westminster Bank Plc (“NatWest”). He says it didn’t respond to letters requesting information about the debt and therefore it is in breach of the tacit agreement that there is no debt.back... (2 pages)View decision -
Decision Reference DRN5876410
25 Nov 2016 Shop Direct Finance Company Limited Not upheldBanking and creditMr A has complained Shop Direct Finance Company Limited, trading as Very, is asking him to pay a debt which isn’t his. He never took out an account with them in 2009. The account name they have is for a Mrs A.backgroundMr A complained to Very they’d put a default on... (2 pages)View decision -
Decision Reference DRN4076998
18 Dec 2015 HSBC Bank plc Not upheldBanking and creditMrs B complains that HSBC Bank plc is chasing her for a debt. She thinks it is out of time to do this due to limitations set by law.backgroundMrs B says she hasn’t used the bank for more than six years and had no contact with it so it is out of time to ask her to ... (2 pages)View decision -
Decision Reference DRN-3090325
6 Oct 2021 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3090325 The complaint Mr L is unhappy that American Express Service Europe Limited (AESEL) (“Amex”) suspended his credit card account. What happened Mr L received a letter from Amex in June 2020 which advised that his account was considered as being in a state of persistent debt and th... (4 pages)View decision -
Decision Reference DRN-3141065
4 Nov 2021 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3141065 The complaint Ms S is unhappy that American Express Services Europe Limited (AESEL) (“Amex”) suspended his credit card account on the basis of persistent debt. What happened In September 2020, Amex wrote to Mr S and explained that because his credit card account had been identi... (4 pages)View decision
